Customer Service Manager
Resume:
Support Services Leadership
Motivational /Strategic Planning / Operational excellence
Highly accomplished, visionary leader with over 23 years of customer service and support service leadership. Highly focused on leadership, mentoring staff and developing the leaders of the future. Committed to ethical business practices, building long term team driven relationships while growing the company and the employees toward a successful future.
CORE COMPETENCIES INCLUDE:
Visionary Leadership Strategic Business Planning Budget Development and P&L Management
Operations Management Mentoring and Coaching Implementation of Systems/Processes
Team Building Motivational Leadership Adaptive to Changing Environments
Policy Development Accomplished Presenter Staffing Development Methodologies
Demonstrated strengths include effective interpersonal communication, presentation skills, project planning and management, strategic thinking, P&L management, strategic planning and project resolution.
PROFICIENCY IN SOFTWARE
Windows XP Platform Adobe Acrobat Microsoft Office including Excel, Powerpoint, word & Outlook
PROFESSIONAL EXPERIENCE
UPMC – Pittsburgh, PA 1/14 – present
Director of Environmental Services
Oversight of the Environmental Services program at Presbyterian hospitals of UPMC.
Leading the activities of 2 managers, 7 supervisors and 175 FTE’s in the performance of their duties focusing on day to day operations while working to exceed expectations.
Implemented a servant leadership style that empowers employees to complete tasks and provides buy in to the program.
Creation and oversight of $13 million budget with all P&L responsibility.
Aramark – Philadelphia, PA
General Manager 1/14 – 8/15
Oversight of the Environmental Services program at Presbyterian, Montefiore and Western Psychiatric hospitals of UPMC.
Leading the activities of 4 managers, 12 supervisors and 242 FTE’s in the performance of their duties focusing on day to day operations while working to exceed expectations.
Creation and oversight of $13 million budget with all P&L responsibility.
Compass Group USA – Atlanta, GA 2/04 – 1/14
CORPORATE PROGRESSION
Project Engineer – Touchpoint 8/11 – 1/14
Three phase management of the startup process for a newly obtained 124 hospital system to assure accounts are started in accordance with all processes assuring a standard program at all facilities. Multiple phases occurring at multiple hospitals simultaneously across the country.
Pre-start phase – unitize facility for right staffing, evaluate program to determine efficiencies and deficiencies, evaluate project work, create project lists, evaluate leadership team and determine low hanging fruit for quick impact.
Transition phase – Onboarding of all staff, providing training of staff, communicating with hospital administration progress, building relationships with administrators, nurses and other hospital staff, writing duty lists for all areas, assuring all equipment and ancillary supplies are ordered and ready for use and interviewing and hiring of replacement staff to include hourly, supervisor, management and director level candidates.
Baseline phase – review historical budget data, find anomalies, determine an annual budget agreed upon by Touchpoint and Ascension Health, find 6% savings from the agreed upon budget to create the baseline budget.
Director of Environmental Services - Crothall 12/06 – 8/11
Alle-Kiski Medical Center – election to Presidents Council (3 times)
Responsible for planning, organizing and directing all functions of the Environmental Services, Patient Transport and Laundry Departments setting high performance standards for completion of work on schedule and in compliance with all regulatory agencies.
Leading the activities of 3 supervisors and 68 FTE’s in the performance of their duties focusing on day to day duties while working to exceed expectations in the areas of EVS, Transport and Laundry services.
Invited to sit on several committees including Finance Committee, Service Excellence Advisory Committee, Wait Times Committee, Management Development Committee, Employee Relations Committee and Infection Control Committee because of the insight and ideas I brought to the groups.
Improved Press Ganey scores from the 37% to over 85% maintaining those scores once achieved and also establishing HCAHP score above the State and National averages.
Ended fiscal year 2009 $399,657 under budget for the client through the implementation of cost saving initiatives and a reduction in staffing.
Safety Champion for the Region assisting in the reduction of workers compensation related penalties by $234,500.
Director of Environmental Services – Crothall 5/05 – 12/06
The Children’s Institute – election to Presidents Council (1 time)
Responsible for planning, organizing and directing all functions of the Environmental Services Department setting high performance standards for completion of work on schedule and in compliance with all regulatory agencies.
Leading the activities of an assistant, 3 team leaders and 21 FTE’s in the performance of their duties focusing on day to day activities while working to exceed future goals and opportunities.
Coordination of projects, moves and set ups, waste management, floor care and storeroom supply systems and the oversight of additional contracted services.
Interact regularly with nursing and other departments to ensure continued quality of environmental support services to patients, physicians, visitors and staff.
Perform duties to include Human Resources functions, interviewing, hiring, performance evaluations, regulatory compliance and development and oversight of a $1 million plus budget.
Environmental Services Daylight Manager – Crothall 2/04 – 4/05
Allegheny General Hospital
Responsibilities included the daily supervision of inpatient care areas, critical care areas, the emergency department and the operating suite cleaning and overseeing the 30FTE’s covering those areas.
Unitization of areas of responsibility to develop fair and equitable duty lists.
Contact for EMTEK computer replacement, coordinating cycle cleaning of rooms to coincide with computer work.
Daily leadership of the confidential waste removal program and the BIO hazardous and regular waste removal system to include testing and report coordination.
Successfully developed and implemented a training program for all hourly staff to prepare them for a safe efficient work experience.
Developed, recruited and implemented an employee action team as a means of empowering employees to discuss and resolve issues.
HEALTHCARE SERVICES GROUP 10/02 – 2/04
Account Manager / Marketing Director
Responsibilities included the leadership of peers in the marketing of HCSG to increase revenue while also successfully overseeing 20 FTE’s and maintaining above average standards within my facility.
Developed a marketing program and established a team which took over marketing of the Pittsburgh region.
Daily payroll, scheduling, purchasing and management of departmental budget.
Recruitment, interviewing and development of potential new Account Manager Trainees.
Liaison for parent organization assuring all contracted services were being performed to above average standards.
J&L SPECIALTY STEEL 6/99 – 9/02
Railroad Supervisor
Responsibilities included implementing programs to promote, grow and enhance a team environment and work performance through training and motivation of 35 union FTE’s.
Successfully initiated programs to improve customer service/relations both internally and externally.
Developed, researched and proposed plans for cost savings in excess of $1 million.
Developed career planning and training to assist hourly staff with achieving their personal and professional goals.
TRACO 6/95 – 10/98
Human Resources, Safety and Security Supervisor
Responsibilities included providing human resources leadership and guidance to all levels of management and employees.
Led the Safety and Security Department in day-to-day and strategic operations, while improving relationships with Township personnel, including police and fire departments.
Managed staffing plans that included recruiting, hiring and staff reductions and/or terminations to meet the company’s strategic plan objectives.
Managed new hire orientation in areas of safety and security as well as OSHA required training to all employees company wide.
Performed additional management functions that included: purchasing, negotiating and assisting in the development and management of the safety and security budget.
Education
Masters of Science in Organizational Leadership – Geneva College GPA: 4.0
B.A. in Public Administration – Waynesburg College
Community Involvement
Beaver County Association for the Blind: Member of the Board of Directors; former Chairman of the Fundraising Committee; also served on the Legislation and By-Laws Committee.
MS 150 Bike Tour; Coordinator for 3 years
United Way Annual Fundraising Drive: Site Coordinator, more than doubled previous years donations.
Volunteer coaching community athletics in the areas of Baseball, Basketball, Soccer and Football.
REFERENCES:
Robert Hodnik
Project Director HPLAN – Organizational Performance
********@****.***
Karen Rizzo
Project Manager HP PMO HPLAN – Organizational Performance
*******@****.***
James Schmitt
Program Director, Design – Facilities Development
*********@****.***
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